Gridiron Forwarding

1 star is too generous.

I have worked with 13 different TSPs in my 17(+) of military service; 3 different TSPs on this last move alone. I have never had such a horrible experience, across every aspect of my move, as I have with your company; the other two TSPs I interacted with on this move were absolutely great, even phenomenal in some aspects, and the reviews I have written for them reflects.

Gridiron’s communication was horrible throughout the process.  I received one call in April with an introduction and I heard nothing after that until I started trying to call in early June to get dates for when the movers were going to do the inventory for a one that was scheduled to occur a week later. On pickup day, the origin carrier arrived way past the 5pm no later than time, and Gridiron was no where to be found. Why didn't Gridiron contact me that day, or anytime in the next 10 days to ask me how pick-up went?  Where was Gridiron engaging with the carrier on my behalf?  They weren't!  

Furthermore, they accepted a contract to have my goods delivered on 5 August; on Gridiron informed me on 29 July that it would be late. At 12:35pm on August 8th, they attempted to contact me for same day delivery of my goods, subsequently putting my goods in short-term storage because they did not receive any of my subsequent calls or e-mails in time. Gridiron then shirked all your responsibility for the goods being delivered beyond the RDD.  Their lack of responsibility for their own actions is unacceptable at best, and unethical at its worst.

The trouble continued after I filed a claim for lost and damaged goods in my shipment. If I had a previous issue with a client, real or perceived, I would have over communicated with them in all subsequent interactions. I would have replied to the client sometime before I left the office for four days to tell them I had received their e-mail and would process it as soon as possible when I got back into the office the following week. I would not have waited until the evening hours of the 5th day until the client CC’d the President of the company before I responded; and I would have for sure responded fully and completely the day after the President was informed. Furthermore, I would certainly have not waited 7(+) days after unilaterally closing the claim with a check for the client to inquire on the status, before I disclosed to him/her of my actions.

In all the actions I took to seek accountability for Gridiron in the Department of Defense (DoD) personal property system, I discovered what I could have already assessed. Gridiron has a severely negative reputation among many professionals in the DoD system.

I am very sorry that Mrs *** had problems with our serviceIn reading her complaint, I was very disheartened to hear of the service my company provided herIT is not what we strive forWe have sat down with Peg, the person who Mrs *** dealt with and went over this complaint with herWe are
also making adjustments in the way we handle information in order to avoid a situation like this in the futureWe very much care for the service we provide and appreciate Mrs ***' feedback and am sorry she had to spend the time in doing thisThe *** shipment is delivered and if there are any other issues, I would be happy to assist her directly

We received Major ***'s complaint and we delayed responding until his shipment arrived at destination in JapanI wanted to see how the shipment arrived, its condition and if there was any damageHowever, the shipment was placed in storage pending Major ***'s delivery requestTherefore in
the interest of time, I decided to respond to the complaint todayMajor ***'s move was booked under and paid for by the U.SDepartment of Defense's DPprogramThe DPprogram has strict guidelines that TSPs and agent must follow under the Tender of Service agreement located in the Defense Transportation RegulationThe Tender of Service can be found via *** which will provide Mr *** many of the answers he is seeking with regard to the packing requirements and standards of the DPprogramMr*** wanted furniture items shipped with his express/essential items shipment which is allowed with that type of shipmentOnce we were alerted that Mr*** wanted to include furniture into his express/essential items shipment, we immediately forwarded him the "It's your move" pamphlet which can be found on the *** website as wellMr*** acknowledged receiptWe have reached out to our agent, Florida Suncoast Van Lines, who was very apologetic that Mr& Mrs*** did not have a good experience with their crewCursing or swearing by a crew member at a residence will not be tolerated and we were advise by Florida Suncoast this will be investigated and action will be takenShould there be any damage to the items shipped, Mror Mrs*** can file a claim via *** and our adjusters will handle accordinglyWe have alerted our delivery agent to their displeasure with the process at origin and they have noted such and will make sure the delivery experience they provide will be more in line with their expectations

I am very sorry that Mrs *** had problems with our serviceIn reading her complaint, I was very disheartened to hear of the service my company provided herIT is not what we strive forWe have sat down with Peg, the person who Mrs *** dealt with and went over this complaint with herWe are
also making adjustments in the way we handle information in order to avoid a situation like this in the futureWe very much care for the service we provide and appreciate Mrs ***' feedback and am sorry she had to spend the time in doing thisThe *** shipment is delivered and if there are any other issues, I would be happy to assist her directly

We received Major [redacted]'s complaint and we delayed responding until his shipment arrived at destination in Japan. I wanted to see how the shipment arrived, its condition and if there was any damage. However, the shipment was placed in storage pending Major [redacted]'s delivery request. Therefore in...

the interest of time, I decided to respond to the complaint today. Major [redacted]'s move was booked under and paid for by the U.S. Department of Defense's DP3 program. The DP3 program has strict guidelines that TSPs and agent must follow under the Tender of Service agreement located in the Defense Transportation Regulation. The Tender of Service can be found via [redacted] which will provide Mr [redacted] many of the answers he is seeking with regard to the packing requirements and standards of the DP3 program. Mr. [redacted] wanted furniture items shipped with his express/essential items shipment which is allowed with that type of shipment. Once we were alerted that Mr. [redacted] wanted to include furniture into his express/essential items shipment, we immediately forwarded him the "It's your move" pamphlet which can be found on the [redacted] website as well. Mr. [redacted] acknowledged receipt. We have reached out to our agent, Florida Suncoast Van Lines, who was very apologetic that Mr. & Mrs. [redacted] did not have a good experience with their crew. Cursing or swearing by a crew member at a residence will not be tolerated and we were advise by Florida Suncoast this will be investigated and action will be taken. Should there be any damage to the items shipped, Mr. or Mrs. [redacted] can file a claim via [redacted] and our adjusters will handle accordingly. We have alerted our delivery agent to their displeasure with the process at origin and they have noted such and will make sure the delivery experience they provide will be more in line with their expectations.

Review: Upon moving to [redacted], ** for a PCS move in the military we were told to contact Gridiron Forwarding for our house goods. On the day we arrived, Sep.16.2015 I contacted the company regarding the whereabouts of our shipment. I spoke with an employee named Peggy who told me "well so far I don't have anything yet, but call back in a few weeks and I should have something". First off I do not understand how there is absolutely nothing that you can tell a customer regarding their shipment that you are in charge off second it had already been two weeks and I had not received any information from Peggy. A few days ago on Monday Sept. 28th I called the company once again and the same woman, Peggy told me she had nothing again. She said she would contact me in a few hours because she was going to email the shipping company. She failed to call me after even four hours so I called back just to have her tell me she was only now emailing them and she would call me on Tuesday. She never ever called and when I called she said we would get everything on Thursday or Friday. Yesterday was Thursday and when I called she gave me the same run around claiming she didn't know anything else and that we should get our belongings today(Thursday) or friday(today). She said later on Thursday afternoon that she would contact me on Friday about our shipping coming in and ready for pick up. It's 11:06am and my husband called the company only to find out that the one person who knows anything about our shipment is out for the weekend! Peggy was on a 3day vacation and won't return until Monday. So not only have we been giving absolutely [redacted] I for from Peggy we now have to wait another week to even find any information about our house goods. I'm incredibly disappointed with her customer service and the lack of information anyone in this company is capable of providing.Desired Settlement: I would like for someone with valid information and someone with an actually courtesy to care about their customers to contact my husband or I so that we are not sitting around waiting on information that has continuously failed to inform us on anything. I would like our shipping, maybe a tracking number, I would like someone to please start caring about the service they provide and make an effort to help us get our house goods to us without giving us the run around and not knowing anything about our shipment.

Business

Response:

I am very sorry that Mrs [redacted] had problems with our service. In reading her complaint, I was very disheartened to hear of the service my company provided her. IT is not what we strive for. We have sat down with Peg, the person who Mrs [redacted] dealt with and went over this complaint with her. We are also making adjustments in the way we handle information in order to avoid a situation like this in the future. We very much care for the service we provide and appreciate Mrs [redacted]' feedback and am sorry she had to spend the time in doing this. The [redacted] shipment is delivered and if there are any other issues, I would be happy to assist her directly.